Customer Care Product Warranty Claims Analyst

Westlake is a company that provides products and services through its operating businesses and community presence. The Customer Care Product Warranty Claims Analyst serves as the first point of contact for warranty inquiries and claims, handling customer calls, reviewing and investigating claims, and coordinating resolutions with internal stakeholders and customers.

What you'll do:

• Service inbound and initiate outbound customer calls to ensure that customer claims are handled in a timely, accurate and perceived in a superior manner, by the Westlake customer base
• Request credits and cheque requests for all Westlake Royal Roofing & Stone Solutions warranty claims. Generate replacement orders for customer resolution
• Provide product availability to customers per department guidelines and negotiate labor costs with customers
• Answer technical Inquiries (e.g. product inquiries, installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and escalate to level 2 where appropriate
• Review and analyze customer warranty repair requests/claims to ensure compliance with warranty guidelines
• Conduct investigations into potential fraudulent claims
• Perform investigations to validate the legitimacy of claims
• Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims
• Log and update customer care requests and maintain warranty information in database
• Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving
• Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems
• Follow product and policy for complaint resolutions within approved DOA Matrix

What they're looking for:

• Proficiency with Windows based software (specifically Excel, Word, and PowerPoint) required
• Strong communication skills (verbal and written)
• Customer Service background required
• Investigation and negotiation experience is required
• Detail-oriented
• Able to Multitask
• Problem-solving
• Organization skills
• Decision-making skills
• Time management skills
• Documentation Accuracy
• One-year certificate from college or technical school